Team Name:
Customer Service
Job Title:
Customer Services Lead Live Operations Specialist
Requisition ID:
R024435
Job Description:
The Lead Live Operations Specialist is responsible for leading the development and operational execution of the Live Operations team and plays a supporting role in the application of the strategy and objectives of the Live Operations Manager. Additionally, they coordinate the Global Live Operations of Customer Service Delivery.
Responsibilities:
Customer Contacts Queue Management
- Facilitate the achievement of department key performance indicators through real time queue management
- Anticipate and identify changes in contact volumes to design and implement mitigation strategies
Data Analysis
- Conduct data analysis to identify trends and generate actionable insights to make recommendations to achieve Customer Service key performance indicators
- Assess impact of business events and strategies and present clear articulation of analysis to support decision making for senior management
Project Management
- Manage the delivery of department projects through the full project lifecycle, from initiation through to implementation
Requirements:
- A demonstrated ability in live operations or leadership in customer service contact center environment
- Excellent interpersonal and problem-solving skills
- Excellent adaptability to change
- Strong communication skills, particularly cross-departmental
- Able to lead meetings for multiple levels of management
- Excellent spoken and written English communication skills
- Excellent attendance and reliability
Pluses:
- Experience in Workforce Management role directly working on Real-Time, Scheduling, Forecasting, and Reporting
- Proficiency in Microsoft Office, JIRA, Confluence
- Knowledge of, or experience in programming (WPF, SQL, MySQL, PHP)
- Experience in various project management methodologies (SCRUM/Agile)
- Experience working with global or multi-regional teams
- Knowledge of, and passion for, Blizzard game titles